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we've struggled with attendance over the years and I know this is a major issue in the call center industry. We've tried many of the policies listed here. What I've learned is that no matter what the policy is the folks that struggle with attendance will almost always struggle with attendance and the folks that have no problems with attendance will never have problems with attendance. If you can create a policy that increases attendance performance any amount than its a good policy. We've developed an attendance incentive and policy that has been pretty effective.
First, we have a perfect attendance bonus. Basically, all employees that have perfect attendance for a quarter receive $100 cash. Employees can still take PTO days as long as they're approved in advance, but any tardies, absences, or early-outs disqualify them.
Second, we use a point system. Everyone starts with 100 points. On the first of every month you are given 5 points. You can earn up to 120 points, they stop accumulating after that. Every tardie or early-out of less than 2 hours deducts 5 points. Every unexcused absence or tardy/early-out of 2 hours or more deducts 10 points. Any unexcused absence that is unpaid because the employee doesn't have the PTO to cover it and doesn't make it up in the same week loses another 10 points. Keep in mind 10 points are deducted for an occurrence not per day, so if someone is sick and out for 2 days its one occurrence and costs 10 points. We want them to stay home and get healthy before returning to work.
The points are important because about 30% of our reps pay is based on a monthly performance bonus. The points determine what % of their bonus they get. If they have 100-120 points they get 100% of their bonus. They can't get more than 100%. The extra 20 points are there in case something happens like an illness, car breakdown, personal emergency, etc. We feel that employee has earned extra attendance points with perfect attendance, so they have 20 extra points in case something happens and their bonus isn't affected. However, if they have 90 points they get 90% of their bonus, 85 points = 85%, etc. And if they hit 75 or below they lose the bonus and are placed on probation. We also can place someone on probation if they spend too many consecutive months below 100 and their points aren't increasing.
This policy has been our most effective. It allows employees to build up extra points and goodwill with perfect attendance. That way your top agents who are always there don't get penalized if something truly happpens that prevents them from coming to work. It also has a direct impact on their compensation. Every month I have reps who lose $100-$200 just for attendance, and sometimes they lose their entire bonus which really hurts. Hope that helps.
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